JAMB Registrar Resolves 5,000 Complaints in Five Days

The new Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has personally intervened in the resolution of more than 5,000 pending complaints within five days.

Aina moved his office to the Board’s Service Compact with All Nigerians (SERVICOM) Unit, where he directly reviewed complaints submitted by candidates and other users of JAMB services.

The Board’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, disclosed this in a statement on Sunday, describing the move as part of the Registrar’s efforts to improve service delivery.

According to Benjamin, Aina has placed “Service at Heart” as the second of the five pillars guiding his administration. The approach is aimed at making the Board more responsive to the concerns of candidates and other members of the public.

The Registrar also instructed SERVICOM Desk Officers to examine complaints comprehensively and resolve genuine cases promptly rather than allowing them to build up.

The intervention led to the resolution of over 5,000 outstanding complaints within five days. The cases covered challenges encountered by candidates during registration, examinations, admission and other JAMB processes.

Some of the complaints involved candidates who could not generate profile codes after losing access to the phone numbers used for earlier registrations. Others concerned biometric verification problems experienced during registration or the Unified Tertiary Matriculation Examination.

The Registrar also reviewed complaints connected to the Central Admissions Processing System (CAPS). These included cases involving candidates who lost their phones or SIM cards, those who switched from Direct Entry to UTME and graduates whose names were missing from the National Matriculation List.

Payment problems, examination venue issues, e-PIN difficulties, technical challenges and document-uploading problems were also addressed.

Other cases involved requests to correct candidates’ names, dates of birth, states of origin and local government areas.

Benjamin said Aina’s decision to work directly from the SERVICOM Unit allowed him to examine complaints first-hand and identify obstacles preventing their quick resolution.

The Board said the exercise forms part of the Registrar’s wider plan to improve the experience of candidates and members of the public who use its services.

JAMB added that the intervention would help make its complaint-resolution system faster, more accessible and more responsive to the needs of candidates.